{"id":810,"date":"2018-01-20T13:45:04","date_gmt":"2018-01-20T13:45:04","guid":{"rendered":"http:\/\/robertvnewell.com\/?post_type=portfolio&#038;p=810"},"modified":"2018-02-08T13:45:46","modified_gmt":"2018-02-08T13:45:46","slug":"my-dell-support-software","status":"publish","type":"portfolio","link":"https:\/\/robertvnewell.com\/?portfolio=my-dell-support-software","title":{"rendered":"My Dell Support Software"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_single_image image=&#8221;111&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: left;\"><span style=\"color: #333333;\">My Dell Support Software<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<span style=\"color: #333333;\">In 2013, most Dell consumer PCs and tablets included a system diagnostics and management application called My Dell. \u00a0For two of its updates\u00a0I served\u00a0as the sole interaction designer and Experience Design Group representative on the product team. \u00a0 Our goals were to evolve My Dell into a more feature-rich and easier-to-use tool.\u00a0It would later be rebranded as<\/span> <a href=\"http:\/\/www.dell.com\/learn\/us\/en\/555\/services\/support-assist\">Dell SupportAssist<\/a>.<\/p>\n<p><span style=\"color: #333333;\">The team needed the following:<\/span><\/p>\n<ul>\n<li><span style=\"color: #333333;\">A revised\u00a0home screen\u00a0and site architecture that accommodated feature changes<\/span><\/li>\n<li><span style=\"color: #333333;\">An interaction sequence for a system diagnostics troubleshooting wizard\u00a0that takes users from identified issues to implemented solutions<\/span><\/li>\n<li><span style=\"color: #333333;\">A more sophisticated\u00a0UI for managing system notifications<\/span><\/li>\n<li><span style=\"color: #333333;\">A welcome experience that more clearly defined the purpose and features of the app<\/span><\/li>\n<\/ul>\n<p><span style=\"color: #333333;\"><strong>What I did<\/strong><\/span><\/p>\n<p><span style=\"color: #333333;\">Drawing from user and VOC research as well as brainstorming sessions with the team and project manager, I took these steps:<\/span><\/p>\n<ol>\n<li><span style=\"color: #333333;\">Conceptualized the diagnostics troubleshooter\u00a0with a hand-drawn storyboard and mapped out the task flow and decision points<\/span><\/li>\n<li><span style=\"color: #333333;\">Replicated the task flow within a low-fi Axure prototype of the current app<\/span><\/li>\n<li><span style=\"color: #333333;\">Designed a welcome experience and demonstrated the first use flow with\u00a0a medium\u00a0fidelity Axure prototype<\/span><\/li>\n<li><span style=\"color: #333333;\">Designed a new layout (again in Axure) for the notifications section of the app\u00a0and a new flow for resolving identified issues<\/span><\/li>\n<li><span style=\"color: #333333;\">Designed multiple home page layouts which we tested with real users and iterated<\/span><\/li>\n<li><span style=\"color: #333333;\">Built multiple behavioral specifications which I submitted, along with Axure prototypes, to 3rd party developers<\/span><\/li>\n<\/ol>\n<p><span style=\"color: #333333;\"><strong>Outcomes<\/strong><\/span><\/p>\n<ul>\n<li><span style=\"color: #333333;\">A third-party assessment showed a 58% reduction in the number of steps to issue resolution\u00a0and an 84% reduction in time spent on the phone when the app transitioned from My Dell to Dell SupportAssist<\/span><\/li>\n<li><span style=\"color: #333333;\">The design group adopted\u00a0Axure as its\u00a0preferred design and testing\u00a0tool<\/span><\/li>\n<\/ul>\n<p><a href=\"http:\/\/www.dell.com\/learn\/us\/en\/555\/services\/support-assist\">More on SupportAssist<\/a>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_single_image image=&#8221;111&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text] My Dell Support Software [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]In 2013, most Dell consumer PCs and tablets included a system diagnostics and management application called My Dell. \u00a0For two of its updates\u00a0I served\u00a0as the sole interaction designer and Experience Design Group representative on the product team. \u00a0 Our goals were to&hellip;<\/p>\n","protected":false},"author":1,"featured_media":454,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"portfolio_category":[2],"portfolio_tag":[],"acf":[],"_links":{"self":[{"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/portfolio\/810"}],"collection":[{"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/portfolio"}],"about":[{"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/types\/portfolio"}],"author":[{"embeddable":true,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=810"}],"version-history":[{"count":11,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/portfolio\/810\/revisions"}],"predecessor-version":[{"id":823,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/portfolio\/810\/revisions\/823"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=\/wp\/v2\/media\/454"}],"wp:attachment":[{"href":"https:\/\/robertvnewell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=810"}],"wp:term":[{"taxonomy":"portfolio_category","embeddable":true,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fportfolio_category&post=810"},{"taxonomy":"portfolio_tag","embeddable":true,"href":"https:\/\/robertvnewell.com\/index.php?rest_route=%2Fwp%2Fv2%2Fportfolio_tag&post=810"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}